What are the responsibilities and job description for the Senior Help Desk Specialist position at Encantado Technical Solutions?
Overview
Our department has a mission to deliver next-generation software solutions based on emerging technologies that can easily adapt to changing business needs. We architect, design, and develop software solutions that solve complex business problems across the National Laboratories. This is a team of software engineers that research new technologies and develop innovative solutions within technology areas such as service-oriented and micro-services architectures, big data problem space, data and compute virtualization, 3D data visualization, enterprise cyber security, and mobile computing. Their primary project is developing for Service Now with a current focus on Machine Learning. The team uses SCRUM for their project management and is highly disciplined, frequently running in one week scrum cycles.
Responsibilities
- Acts as a routine contact point, receiving and handling requests for support; responds to a broad range of service requests in Service Now for support by providing information to fulfill requests or enable resolution.
- Applies technical and operational knowledge under minimal direction to configure, operate, and maintain services related to the help desk.
- Analyzes performance statistics to support tuning, automation, and optimization activities; establishes, composes, and maintains security, capacity, and business continuity controls and documentation; has extensive customer environment experience; conceptualizes, constructs, tests, implements, and/or operates integrated infrastructure solutions; recommends training plans; and leads continuous improvement activities.
- Selected candidate must be able to actively participate in SCRUM activities including daily standup, planning, and retrospective.
- Must be able to work independently on tasks after initial ramp up period and should be comfortable working at a high pace.
Qualifications
- AA/AS IT Degree and 2 years of related experience
- Must be a US Citizenship
- Ability to obtain and maintain a U.S. Department of Energy Q security clearance.
- Selected candidate will need to become ITIL v4 Foundations certified within 90 days of hire.
Required Skills:
- Experience working in an Agile or Scum environment.
- Comfortable using Windows, Excel, Outlook and Service Now
- Ability and desire to learn and expand their technical skills
- Dedication to customer satisfaction, quality, collaboration, and partnerships
- Customer Service Experience
- Highly organized and pays attention to details
- Work onsite in Albuquerque - 80% of the time. Selected candidate should live within 60 miles of Albuquerque. One day per week can be worked remotely after initial onboarding.
- Candidate must be able to work independently
Desired experiences and skills include:
- ITIL Certification
- Familiarity with using Confluence or desire to learn
WHY WORK AT ENCANTADO TECHNICAL SOLUTIONS?
Encantado is powered by our people. We believe that together, through teamwork, communication, and dedicated service, we can accomplish more than we could individually. If a culture of collaboration and growth is important to you, you’ll feel at home at Encantado. We offer clear opportunities for advancement and comprehensive benefit packages to help our employees and their families stay healthy and feel secure.
ABOUT US:
Encantado Technical Solutions (ETS) is an unpopulated joint venture between Edgewater Federal Solutions, Inc. and ECS Federal, LLC. ETS is bolstered by second-tier subcontractors KeyLogic and Amentum. As ETS is unpopulated, employees will work for one of the four companies listed above.
It has been and continues to be the policy of Encantado Technical Solutions to provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, veteran status, and/or other status protected by applicable law.
